Frequently Asked Questions (FAQ)

A. ACCOUNT CREATION
1. How to register an account on Hafelehome.com.sg?
  • Click on ‘Join’ at the top left corner of the website and complete the form with your details.
  • Complete your registration by clicking ‘Create’. You can now login to your account with your registered credentials.
  • Alternatively, if you wish to continue shopping as a guest, you may proceed with ‘Return to Store’.
2. I cannot login to my purchase account. What should I do? And I do not remember my password to login to my purchase account. What should I do?
  • While you at the Login page, kindly click on ‘Forgot password?’.
  • The system will automatically send a link to your email, so that you can create a new password.
  • Once completed, you can log in to your account with the new password that you have re-created.

B. PRODUCTS ON HAFELEHOME WEBSITE

1. Where can I find more information about the products?

You can click on each product to learn more product information about size, warranty period, and features, etc.

2. How can I know if the products are still in stock?
You can easily see the status of products on the product page and payment page. There will be notification for ‘Out-of-Stock’ products on the product page. You are not able to proceed and purchase products that are out-of-stock.
3. Who should I contact if I have a problem with the product?

In this case, please contact the our Showroom Sales or Customer Service team at +65 6848 9075, send SMS to +65 9653 1683 or email us to showroom@hafele.com.sg to confirm that the product has a technical issue and this issue occurs within the first 7 or 14 days of receipt (subject to return policy), the product will be subject to return policy of HäfeleHome.

You can refer more information on HäfeleHome's return policy here.

4. How long does it take to repair my product?

    The average warranty period is from a few days to several weeks, depending on the availability of replacement parts from the manufacturer. The Häfele Customer Service, Showroom Sales or Preferred Trade Partner will inform you the schedule and agreed time.

    You can refer to the Häfele's warranty policy here.

    C. PAYMENT METHODS
    1. What payment methods does HäfeleHome offer?
    Currently, HäfeleHome only supports Shopify Pay and Paypal payment methods.
    • Shopify payment accepts Visa, Mastercard and American Express.
    • PayPal allows payment through credit cards, bank accounts, buyer credit, or PayPal account balances.

     2. Is Shopify Pay and Paypal safe?

    Shopify Pay and Paypal are safe and secure. Your information is encrypted and securely stored on Shopify’s and Paypal’s PCI compliant servers. And, the SMS verification codes ensure that only the account owner can check out using Shopify Pay.

    3. How does Shopify payment and Paypal work?

    After entering your shipping and payment details, you can opt-in to have your information saved with Shopify Pay. Next time you check out at any store powered by Shopify, you can simply type in your email address, followed by a verification code you receive via SMS. 

    Shipping and payment information will be pre-filled and you can complete the purchase with a single tap or click.

    Shopify Pay is available to you everywhere, using any device or browser. This new two-step checkout experience is an easy way to help you make purcases at HäfeleHome.

    For Paypal users, you will be direct to Paypal website to process the payments accordingly.

    Once payments are completed, you will receive a call from our Customer service within 1-2 business working days to confirm your order and arrange your delivery arrangement.

    4. Can I make a purchase if I don’t have my phone or if I changed my number?

    Yes, you can check out as you normally do. You can also update your phone number at the last step of the checkout.

    D. PRODUCT DELIVERY & RECEIPT
    1. How to check my order status?

      Currently, HäfeleHome has been developing an order status update system. Therefore, please contact our Showroom Sales or Customer Service Team at +65 6848 9075, send SMS to +65 9653 1683 or email to  showroom@hafele.com.sg to learn all information about your order status.

      2. What are the delivery methods available when purchasing a product?

      After completing the delivery address information, you will be directed to the Shipping Method page. You can choose to do in-store pick up or arrange delivery schedule with our team. 

      3. Does HäfeleHome provide international shipping?

      Currently, HafeleHome only supports shipping within Singapore's territory.

      4. How is shipping fee calculated?

      Shipping fee will be calculated basing on the price of the product. Currently, HäfeleHome offers member with free delivery for all local shipments and may amend the charges in due course.

      5. I ordered many products in an purchase order, but I received one (1) product only. When will I receive the remaining products?

      Your order may have one or more products. Therefore, the delivery time for the products in your order will also be different. However, you can rest assured that the shipping fee (if any) is only calculated once as confirmed with you.

      E. PRODUCT RETURN

      1. Received items are not exact with the ordered products. What should I do?

      At the time of receiving products, you have the responsibility to carefully check these products and then sign the goods delivery sheet. In the case of incorrect information, please do not receive the products and let the shipping staff return them with the reason as wrong product delivery and arrange another delivery with your correct products.

      To return the products, please read and follow the instructions here.

      2. Received products do not work. What should I do?

      We are sorry for any incidents with the products. If the received products do not work, please contact our Showroom Sales or Customer Service Team at +65 6848 9075, send SMS to +65 9653 1683 and email us to showroom@hafele.com.sg for detailed advice and how-to-use.

      If the products are confirmed as having an technical issue, please inform us here within the return period to be recorded information and instructed to return the products or stated otherwise.

      For more information, please refer to the Product Return Procedure here.

       F. OTHER
      1. How to use a discount code?

      Discount codes can only be used when online ordering.

      To use a discount code, please enter it in the discount code box and then select "OK" on the the Payment Method page.

      2. Can I use a discount code for my completed order?

      Unfortunately, HäfeleHome's system does not allow adding a discount code for completed orders.

      The discount code must be entered during the online ordering process, at the payment step.
      3. Do I need to login to my account on HäfeleHome to use the discount code?

      Yes. You may be required to login to your account on HäfeleHome to use the discount code.

      To register for an account on HäfeleHome, simply follow the easy steps as noted in Section A1 above.

      4. Can I use multiple discount codes for the same order?

      You can only use one coupon/discount code per order.

      5. What expiration date is my discount code?

      It depends on each type of discount code and/or each program. The expiration date is always displayed on the coupons/discount codes.

      Generally, the coupons/discount codes are valid for 30 days or less. The 30-day period is counted from the time when you receive the discount code.

      If you receive a discount code via email, the expiration date of the discount code will be indicated in the email.

       

       

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